Senior Customer Service Specialist

Job Summary
KDCI Outsourcing is seeking Customer Service Specialist to support customers throughout the full journey, from pre-purchase inquiries to order fulfillment, delivery, installation, and after-sales care. The ideal candidate has strong communication, judgment, ownership, and attention to detail and is comfortable working in a multi-skilled environment across phone, email, and live chat.

Key Responsibilities

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Handle customer inquiries through phone, email, live chat, and website forms.
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Assist customers with product information, stock availability, promotions, payment options, and delivery expectations.
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Manage order updates, amendments, and customer follow-ups.
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Coordinate delivery and installation requirements with customers and relevant teams.
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Work with internal teams, logistics providers, and installers to ensure cases progress through resolution.
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Handle after-sales concerns, including product troubleshooting, warranties, returns, refunds, and replacements.
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Escalate complex, urgent, or sensitive cases appropriately.
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Maintain complete and accurate case notes, callbacks, handovers, and follow-up documentation.
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Identify recurring customer concerns, service issues, and process gaps.